Yumeng is a Senior Lecturer in Human Resource Management at the University of Edinburgh Business School. His research mainly focuses on the thinking, feeling, and behaviours of frontline service employees, and how these impact their well-being, service quality, and potentially other stakeholders such as customers and co-workers. More specifically, he investigates how FLEs' interactions with customers create momentary fluctuations in their emotional states, cognitive loading as well as resource level. In addition, he is also interested in job design practices for frontline service employees, focusing on enhancing sense of autonomy and meaningfulness for frontline service jobs.
With teamwork as the secret sauce for service excellence, is identifying and cultivating the right blend of teamwork mechanisms the special ingredient to transform customer satisfaction into profits?